the bossbabe podcast - 358. You’re NOT Above Service + Sales – Selling In The DMs, LTV + Building a Sustainable Company

Episode Date: March 7, 2024

In today’s mini-episode, I dive into something NO ONE (no, not even multi 7-fig business owners!) is above – service + sales. I share my approach to service and sales at Bossbabe, why it’s an important piece for all entrepreneurs to master + how it can help you feel more fulfilled while making more money. These tangible tools are a MUST for building successful, sustainable companies while also increasing lifetime value for your customers. Discover how service and sales are key to unlocking major abundance in your business. HIGHLIGHTS Why we are NOT above service + sales as entrepreneurs. How to feel at ease while making even more money. Building long term, sustainable companies + increasing lifetime value for your customers. RESOURCES + LINKS Join The Société: The Place to Build A Freedom-Based Business FOLLOW bossbabe: @bossbabe.inc Natalie Ellis: @iamnatalie

I think it's great when people are sharing, I had a 200k month and I didn't do a single sales call. Okay, great. Well, let's talk about realistically, the next month you're refunding a shit ton of customers because they came in and they were totally not the right fit. There is always another side of the coin. And I like to talk about that other side of the coin because I welcome back to the boss babe podcast i'm natalie ellis and i am dropping in again with you to do a little mini episode there was something on my heart that i felt like i really want to share with you so let's just do a little mini together whether you're in the car walking having your coffee right now let's just have a little catch up, whether you're in the car, walking, having your coffee right now, let's just have a little catch up. And I want to share something that will hopefully make you more money in your business and help you feel more at ease while making that money.

Because listen, we like the feeling of calm, easeful money. It's a nice feeling. Okay, so the thing that I want to share, and this has come from a conversation that I've had with quite a few entrepreneurs, is we as entrepreneurs, as founders, as CEOs, are not above service and sales. We are not above service and sales. And when we think we are, we make some pretty big mistakes in our business.

Now, I don't know about you, but I have heard so much in the industry, online, on social media of this kind of chit chat. I don't do sales calls. I don't do lengthy sales pages. People get to know if they're a fit when they come to my programs, they're either a fit or they're not. And they get to make that call themselves. You know, all of that kind of stuff of not wanting to get in deep with clients not wanting to get on sales calls not wanting to have to work for the sale feeling like if they're doing the right things their clients will just be easily attracted to them the right people will be attracted to them and if people have questions or

unsure they're not the right fit right we've all've all heard that narrative online. I am very sure of it because there's a lot of it. And I want to share that I don't buy into any of it. Okay. I really don't. And I am certainly not above doing sales calls and I am not above being of the highest service to my customers in my business. And as entrepreneurs, as CEOs, as founders, we have a duty to be of service to our customers. And so I want to get into detail about what that means. Listen, I'm not hopping on a sales call for every single one of my programs. No, that's not what I'm saying. But I'm also not saying I never do sales calls or I'm above that. If I'm unsure if someone would be a right fit for one of my programs, or I'm sure they are If I'm unsure if someone would be a right fit for one of my programs

or I'm sure they are and they're unsure, I am always so happy to hop on a call and have a conversation and help that person make the best decision for them. Because beyond all the revenue and all the things, I deeply care about serving my customers with products that work for them and products that are a fit for them. That means they're going to continually keep coming back. They're going to really want to stay with the company because they're going to have an experience, a good experience. They're not going to be sold into programs that are totally misaligned with them. That's the easiest way to get really high refunds rate and get people never coming back to you. I don't want that. If I encourage someone to join my program, I want it to be an absolute

perfect fit for them or vice versa. You know, if I let people into my programs and containers, I respect all of the other people there that I want to make sure that person is a fit. And if they're not a fit from personality, culture, business, anything like that, I'm not going to bring them in. Like with CEO Mama, right? We have really, really strict interview processes because I truly, deeply believe that the curation of that container is what makes it so special. And so I am not above doing interview calls myself. I am not above going back and forth with people in DMs and emails for days or weeks to figure out if this is a fit for them and fit for us. I also really want to share, you know, a lot of us love to automate things in our businesses, whether that's using many chat

on our DMs or sending out email broadcasts. We love to do a one-to-many approach where we can get our message out to as many people as possible. That doesn't negate the need to have one-to-one conversations with clients. I spend so much time in my DMs supporting potential and current customers in whatever they're dealing with or helping them make decisions. Or maybe they got a broadcast from me on ManyChat or email and something wasn't quite clear and they have questions. I love spending my time being of service and helping people make that decision. And I think we can often forget about that part of business. If we buy into all of this narrative we hear online, you know, I think it's great when people are sharing,

I had a 200K month and I didn't do a single sales call. Okay, great. Well, let's talk about realistically the next month you're refunding a shit ton of customers because they came in and they were totally not the right fit. Like, let's be realistic what that might look like. Maybe not. But if you're selling high ticket without any kind of touch points or calls, that's kind of what I see happen. Or you're bringing people in and they're just not fitting and you end up working with people you're not enjoying working with. And actually, yes, you might have had a high cash month, but you're starting to dread those coaching calls because you just said yes to everyone, right? There is always another

side of the coin. And I like to talk about that other side of the coin because I feel like not everyone is willing to. I really, really just want to emphasize we are not above service and sale. And it is our duty as entrepreneurs to care about our customers and to care about how long our customers want to stay with us. If we do our job right, our LTV will be pretty high. LTV is lifetime value of a customer and that means how long do they stay with you, whether you have a membership or how many of your programs do they go on to buy. If they have a good experience with you, they're going to stick with you and keep buying from you. And maybe they buy from someone else and realize that experience just isn't the

same. They're not a scene. The curriculum doesn't go as deep. It doesn't resonate with them as much. So they want to stick with you. And that's how we build really successful, sustainable companies. I see so many companies that have churned and burned through so many customers that all their focus is on is trying to bring in new customers constantly. And it's exhausting. It's really, really tiring for them. And they don't really enjoy what they're doing. It feels like they're on this hamster wheel of new people constantly because they're churning and burning. They're not thinking about what service am I offering the customers that I have? Am I doing what I can do at the absolute best I can do it? Do I have someone in my business and my business is big enough really caring about and

devoted to customer success and happiness? Let's take a quick pause to talk about my new favorite all-in-one platform, Kajabi. You know I've been singing their praises lately because they have helped our business run so much smoother and with way less complexity, which I love. Not to mention our team couldn't be happier because now everything is in one place, so it makes collecting data, creating pages, collecting payment, all the things so much simpler. One of our mottos at Boss Babe is simplify to amplify and Kajabi has really helped us do that this year. So of course I needed to share it here with you. It's the perfect time of year to do a bit of spring cleaning in your business, you know, get rid of the complexity and instead really focus on getting organized and

making things as smooth as possible. I definitely recommend Kajabi to all of my clients and students. So if you're listening and haven't checked out Kajabi yet, now is the perfect time to do so because they are offering Boss Babe listeners a 30-day free trial. Go to kajabi.com slash Boss Babe to claim your 30-day free trial. That's kajabi.com slash boss babe that's something we've always really prioritized at boss babe and it's why i think as a business we've made a lot of decisions that might not make sense on paper might not make sense from a revenue perspective but in the long term have made sense so i'll just share a couple like we have had members with us from our first ever iteration of our membership when it was $19. And they are still

with us now when the lowest you can get into the membership is $997. We've never increased their price and I never will. If they leave and come back, yes, I'll have to pay an increased price, but I'll never increase the price on them because that loyalty has meant so much to me. And so while it might be like, you know, it might look on the outside like, oh, you could have made a ton more revenue that month, maybe that's called a cash grab to me and I'm not interested. I want my clients that have been with me for a long time to want to stick with me. Or another example is on Black Friday, when everyone's out there discounting their courses, I've never done it. And I have no desire to do it because that's going to really let down the people that have trusted me with their hard-earned money in the past and paid full price for a program that is now a much lower price.

It's something I've never, ever wanted to do. And trust me, I've had some arguments in the company with some of these decisions, but I've always known from a long-term perspective that I'm making the right call. So I just want to share that if that's the way that you run your business and people maybe argue with you about it or tell you you're going about it wrong, I just want to share that actually, I think you're doing business in the right way if you are really prioritizing service. And also if you're willing to do what it takes to get the right sale, to get an aligned sale, to get a sale from someone you want to work with and support and who you know is a perfect fit for what you're selling. When you're selling at all costs, I don't think you're setting yourself up for success. You're setting yourself up for a long-term headache that will eventually come on like an intense migraine. So yes, just

want to share that. Dropping in for 10 minutes. Let me know if you enjoy these mini episodes too. I love just being able to hop on and have these conversations with you. minutes let me know if you enjoy these mini episodes too I love just being able to hop on and have these conversations with you so let me know if you enjoy them and let me know if there's any other particular topics that you want me to cover and as always if you could leave reviews by the way you guys it makes the biggest difference to the podcast it really really supports us so it would mean the world if you would do that but yes I'm gonna get off my soapbox I know I've like yelled at you and ranted for the last 10 minutes I apologize I hope you have the best week and I will see you next week